22 hours ago
Base Salary
$135k - $237k/yr
Responsibilities
- Architect production-ready AI systems combining LLMs, deterministic workflows, tools, orchestration, human handoffs, fallback strategies, and failure handling.
- Design scalable retrieval-augmented generation and enterprise knowledge architectures covering content structuring, chunking, embedding, ranking, and trusted knowledge integration.
- Establish AI evaluation and observability frameworks covering accuracy, retrieval quality, tool-call performance, safety, drift, cost, and business outcomes.
- Engineer contextual, personalized AI experiences using real-time customer data, interaction history, conversation state, and external signals.
- Optimize AI architectures for latency, throughput, reliability, scalability, and cost through model selection, caching, context management, and architecture decisions.
- Lead presales discovery, solution architecture, demonstrations, sandbox and trial engagements, integrations, prototypes, and value assessments.
- Develop and validate AI prototypes through production pilot readiness, aligning KPIs, success criteria, integrations, latency, and business outcomes.
- Demonstrate Genesys Cloud AI capabilities and emerging interoperability approaches such as Model Context Protocol and agent-to-agent architectures.
- Create reusable technical assets, workshops, coaching, and enablement for Solution Consultants, partners, and account teams.
- Translate customer and field insights into guidance for Product Management and Engineering and influence AI product and go-to-market direction.
Requirements
- 7+ years of relevant experience designing and architecting enterprise AI solutions using appropriate combinations of machine learning, NLU, NLP, retrieval-based systems, LLMs, orchestration, tool use, and agentic AI.
- Demonstrated ability to make and defend architectural tradeoffs involving model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk.
- Deep experience integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and cloud ecosystems.
- Strong background designing real-time enterprise solutions accounting for voice and digital latency, throughput, secure data access, reliability, fallback paths, failure handling, and scalability.
- Expertise defining AI evaluation, governance, and observability strategies spanning offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control.
- Practical experience with prompt design, context management, RAG, and AI workflow optimization in production-ready AI architectures.
- Ability to create and deliver compelling technical demonstrations, prototypes, and presentations connecting architecture decisions to customer and business value.
- Demonstrated success partnering with sales teams on technical discovery and AI-focused solution design.
- Strong executive communication, storytelling, and presence with the ability to influence CIO, CTO, and senior technical stakeholders.
- Preferred qualifications include Genesys Cloud and Genesys AI knowledge; customer experience, contact center, self-service, agent assistance, journey management, or back-office automation experience; field enablement experience; and collaboration with Product Management and Engineering on platform improvements.
Benefits
- Medical, dental, and vision insurance; telehealth coverage; 401(k) matching; adoption assistance; and fertility treatments.
- Flexible work schedules and work-from-home opportunities.
- Development, career growth, mentorship, learning, leadership development, and education support.
- Open Time Off, 10 paid holidays, paid volunteer time, August Free Fridays, and well-being resources.
- The company follows a flexible-first culture with regionally tailored employee and family programs.
Categories
Solutions Engineering
About Genesys
Genesys builds cloud contact center and customer experience software used by enterprises to manage voice and digital interactions, self-service, and workforce engagement. Its Genesys Cloud platform and related tools are sold as subscription services (CCaaS) with AI for routing, automation, and analytics. The company serves more than 8,000 organizations worldwide and is headquartered in Menlo Park, California.